In the face of multiple priorities and limited resources, leaders of health care organizations may question the value of measuring and improving the patient’s experience with care. Yet, powerful market and regulatory trends, combined with increasing evidence linking patient experience to important clinical and business outcomes, make a compelling case for improving patient experience as measured by CAHPS surveys.
Forces Driving the Need to Improve
Forces contributing to the growing imperative to improve patient experience include the public reporting of CAHPS survey scores as well as various initiatives to build measures of the patient experience into performance . . .